Incident Management Process. 11.1 In the event of any partner receiving a complaint concerning the information sharing process, they will notify the other partners in writing as soon as practicable, in order that a collective decision can be made on how to respond.
Incident Management Process. Incident can be initiated by either party by using defined contact methods. GCDI will own and run incident process and ensure appropriate actions are taken and regular updates are provided to the necessary parties until the incident is closed. Note that GS will not be able to send incident information to external email addresses.
Incident Management Process. An incident may cause, or have the potential to cause, interruption or degradation in business operations or result in deviation from expected Service Levels. These incidents may involve the Central System, network, areas of the infrastructure, devices, and Metrolinx business aspects. Metrolinx’s PRESTO Incident Management Process will handle any of the following types of incidents: • An operational event detected by monitoring tools; • An operational event reported by an SP; • An operational event detected by a Metrolinx supplier; • An Incident assigned from another Metrolinx and supplier support team structure; • Work request for information or service that is not part of day to day operations activity; • Requests for user management updates or password resets; or • Requests for 1st line maintenance support and on-call maintenance.
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Incident Management Process. The primary goal of the Incident Management Process is to restore IES service operations as quickly as possible and minimize any adverse impact on IES operations in the event of an Incident or Problem. The Contractor shall provide and maintain the Event Repository. ITS and the Contractor shall submit Incidents and Problems in the Event Repository, and identify therein the nature of each Incident or Problem, and the Severity Level associated therewith. Contractor shall immediately proceed to respond to and cure the Incident and, if applicable, Problem within the Service Levels indicated below.
Incident Management Process. A basic incident report and tracking system will be implemented between the Parties in order to monitor the progression of all incident reports from their initial logging to their ultimate resolution. For the avoidance of doubt, Supplier utilizes email correspondence as the primary method of reporting and tracking incidents and prioritizes the quick turnaround and resolution of incidents above their practical administration.
Incident Management Process. Incident Management handles all Service-affecting Incidents which may be failures or faults and restores the Service as quickly and efficiently as possible to the required Service Levels, while minimizing any adverse Impact on LS&Co. business operations. Scope: Supplier will manage and oversee the Incident Management Process across the Services and collaborate with LS&Co. and LS&Co. Third Party Contractors to manage the Cross Functional Incident Management Process. Supplier will provide overall Incident Management Support and accepts that, while some Incidents may only affect the Services within the scope of Supplier, there will be Incidents that apply across the Cross Functional Services and require cooperation and joint work between Supplier, LS&Co. and the LS&Co. Third Party Contractors to resolve. Therefore, the Incident Management activities as described in this Exhibit apply to all types of Incidents. The following table gives the activities and responsibilities of Supplier and LS&Co. Principal Activity Supplier LS&Co. LSA LSE AMA LSA LSE AMA All Incidents Provide available LS&Co. Incident Management policies, standards and procedures. X X X Provide Incident investigation, diagnosis, impact analysis, and reclassification as required. X X X Utilize and update the Incident Management System with all relevant information relating to an Incident. X X X Make an initial determination of the potential resolution. X X X Prioritize and escalate Incidents from VIP or Executive Users. X X X Link multiple contacts pertaining to the same Incident to the associated Incident Record. Resolve as many Incidents as possible during the Authorized User’s initial contact with the Service Desk, without transferring the call or using any escalation. X X X Resolve Incidents that are resolvable by Level 1 Support, and close the Incident after receiving confirmation from the affected Authorized User that the Incident has been resolved. X X X Resolve Incidents arising from or related to the Services, including break/fix hardware and Software support X X X Act proactively, and coordinate with all other parties (including Third Parties) as needed in order to resolve Incidents. X X X Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or Security requirements. X X X Provide or coordinate the final resolution to the Incident. X X X Escalate Incidents to the appropriate levels for resolution in accordance with escalation proce...
Incident Management Process. On detecting an incident, to the extent possible, Operator first excludes the possibility that it has an internal cause affecting power, equipment, cables or configuration, etc. If no internal cause is found for the incident and there is no planned work in the area concerned, Operator contacts Company NMC by phone to create an Incident Ticket or creates an incident ticket via the available API. It is crucial to ensure adequate handling of the incident that the following information is available and part of the reporting to the Company: • When reporting an incident, Operator will be asked for the nature of the problem, for how long the problem occurs and whether there has been any work carried out nearby; • It is also important to pass on the line ID as well as the installation address as received in the Access Register as part of the notification. An incident ticket will be created and the NMC will commence troubleshooting. The incident ticket number will be used as reference for the incident. There may be one or more contact moments while the incident is being dealt with. Once an incident has been resolved, Company NMC will contact Operator for confirmation of incident recovery. The incident will be closed once Operator has confirmed recovery from the incident. A Reason for Outage (RFO) report can be generated at Operators’ request and forwarded within three (3) business days. During this time, the incident manager may request an additional investigation in Operators’ area of responsibility. Company NMC can suspend the turnaround time of the incident while the investigation in Operator’s area of responsibility is taking place. An incident is therefore closed with a gross and a net turnaround time. The gross turnaround time is inclusive and the net turnaround time exclusive of the periods during which the incident was temporarily suspended while the investigation in Customer's area of responsibility was taking place.
Incident Management Process. A process for responding to security incidents that includes initial notification methods, escalation procedures, client notification, and incident response and investigation. Security Incident Examples:- Facilities break-ins- System intrusions- Theft of data-Internal fraud Laws, Regulations and Litigation The objective of this section is to determine that all 3rd-party providers have a process for identifying & complying with legal & regulatory requirements. (PRIMARY CONTACT MUST CONSULT WITH LEGAL COUNSEL IN ANSWERING THESE QUESTIONS) 18 Does your business have a documented process to maintain a current list of legal & regulatory requirements that govern the services to be provided to GECF? o No o Yes Examples of requirements: • Telemarketing Laws • Privacy Laws • Fair Practices Acts • Collections Laws • Truth in Advertising 19 Does your business have a documented process to communicate legal & regulatory updates to all employees, contractors, subcontractors and temporary personnel? o No o Yes Communicate: Communication can be by one or more of several means, including regular training, newsletters, e-mails, etc…
Incident Management Process
